Customer Experience Measurement & Improvement Program Manager

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

Job Summary
Under direction of the Director, Customer Experience (CX), the CX Measurement & Improvement Program Manager is directly responsible for leading two heavily regulated annual survey programs and strategic improvement initiatives. The Customer Experience Program Manager is key role on the enterprise Customer Experience team and is responsible for development, implementation and management of improvement initiatives associated with multiple lines of business. This requires partnering with internal colleagues, working with external vendors or stakeholders and ensure year-over-year customer experience improvement.

Using a research-based and data-driven approach while grounded in customer-centricity, the CX Measurement & Improvement Program Manager will work collaboratively with cross functional leaders and stakeholders to administer the survey program, identify actionable insights and trends, define opportunities, and execute initiatives to drive outcomes. The CX Measurement & Improvement Program Manager will collaboratively develop, manage, and maintain strategic improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving survey measures. The CX Measurement & Improvement Program Manager is grounded in health plan operations, have a customer-centric mindset, and be expert at turning quantitative and qualitative insights into action.

Job Description

Overall program ownership and management of two key measurement programs, including the annual Consumer Assessment of Healthcare Providers & Systems (CAHPS) for Health Plans survey and the Health Outcomes Survey (HOS)

• Maintains and manages a good working relationship with our survey vendors,
• Establishes, manages, and monitors detailed project plans in line with regulatory timelines and expectations
• Manages vendor contracts and annual statements of work (SOWs), corresponding purchase order requests and invoices.
• Facilitates regular cadence of meetings with survey vendors and key constituents.
• Effective communication and collaboration with product owners and leaders across all lines of business and with key business partners to ensure informed decisions about survey methodology, sampling and strategy are made.
• Ensures all survey activity, decisions and data files are prepared, and delivered.
• Exercises judgment to make decisions, or to raise issues to the appropriate level in a timely manner.
• Ensures all regulatory and compliance requirements are met, including staying up to date on all Center for Medicare & Medicaid Services (CMS) memos and notices.
• Ensures all survey content, including branding, are accurate and meet regulatory requirements.
• Collects data and reports from survey vendors, shares status, results, trends, and insights.
• Prepares and socializes and presents outcomes, reports, and insights.
• Creates and executes against a focusing on both short-term initiatives and long-term strategic direction and objectives for the programs.
• Establishes formal and informal communication plans to ensure all constituents are engaged & informed about our survey programs, status, and results.

Manage the Consumer Assessment of Healthcare Providers and Systems (CAHPS) & Health Outcomes Survey (HOS) improvement plan.

• In collaboration with key business partners, bring together existing Voice of Customer (VoC) insights, experience data and survey results to create digestible and actionable insights and corresponding recommendations for colleagues and leaders.
• Build and manage data-driven iterative improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving Key Performance Indicator (KPI) measures with the goal of meaningful influencing our survey measures.
• Develop cross-functional communication plans with key constituents and product owners.
• Collaborate with leadership, teams and partnering departments to implement and monitor improvement initiatives in support of each survey.

Serve as an in-house expert on our Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey.

• Champion and advocate for our members and their experience with their plan and providers
• Become an expert on CX best practices.
• Introduce CAHPS to the organization, socializing trends, findings, and insights.
• Inform and support the overall CX reporting strategy to allow leaders to trend survey results and identify/improve drivers
• Conceptualize, visualize, and present new ways of doing business that help achieve desired outcomes.
• Produce program summaries and updates for the CX team, key stakeholders, and steering groups
• Advocate for improvements and/or tools that support member experience improvement

Member Experience Governance

• Is a key member of the Member Experience Governance Committee
• Support the prioritization of initiatives and projects to balance competing priorities and the allocation of work and resources
• Identify opportunities and advocate for improvements, tools and/or capabilities that support the needs of our customers
• Represent the enterprise CX team and our customers across the organization, as needed
• Present monthly and quarterly status reports and results

Implement strategic and business initiatives

• Develop processes and systems to ensure high quality, consistent monitoring and management of timelines, budget, and deliverables
• Monitor, control, report, and present status of all elements of programs and budgets;
• Collaborate with key business partners to reinforce existing synergies and forge new working relationships across the company.

Other duties and projects as assigned

Certification and Licensure

• Professional Customer Experience (CCXP) certification preferred

Education

• Bachelor's degree or equivalent relevant experience in health care, survey methodology & administration or a related business discipline is required

Experience

• Required: (minimum) 5 -7 years of professional experience
• Preferred: 7 or more years' business or industry experience. 2+ years of program management experience, including leading the most cross -functional high-level initiatives.
• Significant survey experience customer experience project management experience related to the implementation of healthcare insurance business applications and products using industry-standard project and program management tools and techniques with established track record.
• A proven ability to meet deadlines is also required.

Skill Requirements

• A working understanding of health plan operations and health plan customers, including Members & Providers
• Customer-centric mindset
• Must have a strong passion for bringing the voice of customers alive
• Proven track record of achieving measurable CX improvements
• Ability to thrive in a matrix-management, hands-on environment that demands a consultative approach and solutions that span multiple environments in a business area.
• Outstanding communication and relationship management skills required, including the ability to effectively manage group dynamics to effectively reach a positive outcome; very strong situation leadership skills.
• Highly developed oral and written communication skills, ability to communicate with and influence internal and external constituents at all levels with confidence.
• Highest level presentation skills including ability to interface with internal and external contacts, as necessary. Ability to interact with confidence with external and Point32Health senior management.
• Strong negotiating, influencing, and advocacy skills, ability to lead others both internally and externally to ensure the success of the program.
• Must be flexible and a proponent/champion for our members
• Must be an accomplished multi-disciplinary team-member and team-builder with hands-on style. Ability to independently lead teams.
• Ability to present technical information in a way that establishes rapport, persuades others, and gains understanding.
• Requires the ability to maintain effective and productive peer relationships. Must have the ability to motivate fellow employees by fostering team spirit, an attitude of cooperation, and a commitment to the organization.
• Must have a demonstrated ability to obtain the confidence and trust of non-reports, resulting in high commitment and cooperation.

WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.
• Requires that the individual be organized while being readily adaptable to changes in work priorities.
• May require occasional evening or weekend hours as the needs of the organization dictate.
• May require occasional vendor site visits, or attendance at seminars or workshops.

CONFIDENTIAL DATA:All information (written, verbal, electronic, etc.) that an employee encounters while working at Point 32 Health is considered confidential. Exposed to and required to deal with highly confidential and sensitive material and must adhere to corporate compliance policy, department guidelines/policies and all applicable laws and regulations at all times.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Compensation & Total Rewards Overview

As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company's sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health

For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/

Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity

Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do-from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Scam Alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact TA_operations@point32health.org